Sometimes its not how you start, its how you finish. We have all visited the restaurant or bar that is in its last hour of service, but it seems they have already mostly closed for the night. This is frustrating to Guests who come in during those times because their...
When it comes to serving Guests, there is no substitute for great leadership. Leaders set the tone, show the way, and reinforce behaviors – even when they don’t mean to do so. So that’s the thing you have to remember, people are watching you to learn how...
Leadership is a balance between plan and improvisation. Between thinking and reflex. Too far one way and you are sluggish. Too far the other and you are reckless. Most great leaders understand this dance and embrace it. They realize that not everything can...
Guests will get frustrated. They will complain at some point about lackluster service or products. They will end up speaking to you or your team about why they are upset and what they want to make up for it. And sometimes they are even right. The one thing...
Businesses love the busy seasons. For many this is represented by November and December – but often many organizations find that they have a real uptick during the summer months as well. When you think about amusement parks, zoos, home improvement, and the...
